Thank you for the notification that we delivered less than satisfactory service to one of our customers We always want to know when we don't measure up so that we can improve Mr [redacted] brought his Jeep in on October 9th We preformed an oil and filter change, tire rotation and a tune up We gave him a quote on replacing the front and rear brakes and rotors, servicing the transmission, brake lines and coolant system We did not do this work From what I understand, Mr [redacted] got angry because we did not go ahead and do the extra work that we quoted We always give an estimated cost of repair and get approval before we do the work We want our customers to know exactly what the repairs cost and either approve them or budget them for a future date It was late in the day before we actually talked with him and we did not have time to do the remaining work Obviously we want to do the work but we certainly don't want to do anything against our customers wishes I do not know why we did not respond to his calls That should never happen and I assure you it will be addressed with the service advisors Also, they are supposed to immediately verify the information in our computer system Our computer still showed the previous owner's name and address and it should have been corrected when Mr [redacted] first arrived I am very sorry that we did a poor job in communicating with him Additionally, I will be happy to meet with Mr [redacted] personally to inspect the repairs if there is any doubt that we did not do the work we charged him for We sincerely want all of our customers to be happy with their cars and our service I am very sorry we did not meet that objective in this case Please feel free to call if I can help in any way [redacted] ?
Thank you for the notification that we delivered less than satisfactory service to one of our customers We always want to know when we don't measure up so that we can improve Mr [redacted] brought his Jeep in on October 9th We preformed an oil and filter change, tire rotation and a tune up We gave him a quote on replacing the front and rear brakes and rotors, servicing the transmission, brake lines and coolant system We did not do this work From what I understand, Mr [redacted] got angry because we did not go ahead and do the extra work that we quoted We always give an estimated cost of repair and get approval before we do the work We want our customers to know exactly what the repairs cost and either approve them or budget them for a future date It was late in the day before we actually talked with him and we did not have time to do the remaining work Obviously we want to do the work but we certainly don't want to do anything against our customers wishes I do not know why we did not respond to his calls That should never happen and I assure you it will be addressed with the service advisors Also, they are supposed to immediately verify the information in our computer system Our computer still showed the previous owner's name and address and it should have been corrected when Mr [redacted] first arrived I am very sorry that we did a poor job in communicating with him Additionally, I will be happy to meet with Mr [redacted] personally to inspect the repairs if there is any doubt that we did not do the work we charged him for We sincerely want all of our customers to be happy with their cars and our service I am very sorry we did not meet that objective in this case Please feel free to call if I can help in any way [redacted] ?